Download The Service Desk Handbook A Guide To Service Desk Implementation Management And Support full books in PDF, epub, and Kindle. Read online free The Service Desk Handbook A Guide To Service Desk Implementation Management And Support ebook anywhere anytime directly on your device. Fast Download speed and no annoying ads. We cannot guarantee that every ebooks is available!
| Author | : Sanjay Nair |
| Publisher | : Itgp |
| Total Pages | : 116 |
| Release | : 2020-09-15 |
| Genre | : |
| ISBN | : 9781787782358 |
The Service Desk Handbook - A guide to service desk implementation, management and support provides operational guidance for implementing, managing and supporting service desks in the enterprise. It will help service desk teams in adopting ITIL(R) to accomplish their tasks while making the necessary adaptations as per their organisation's needs.
| Author | : Sanjay Nair |
| Publisher | : IT Governance Ltd |
| Total Pages | : 102 |
| Release | : 2020-09-15 |
| Genre | : Computers |
| ISBN | : 1787782379 |
The Service Desk Handbook - A guide to service desk implementation, management and support provides operational guidance for implementing, managing and supporting service desks in the enterprise. It will help service desk teams in adopting ITIL® to accomplish their tasks while making the necessary adaptations as per their organisation’s needs.
| Author | : Donna Knapp |
| Publisher | : Cengage Learning |
| Total Pages | : 0 |
| Release | : 2013-02-21 |
| Genre | : Computers |
| ISBN | : 9781285063454 |
Translate technical expertise into an effective career in computer user support with the help of Knapp's A GUIDE TO SERVICE DESK CONCEPTS, 4E. This trusted, contemporary guide introduces the latest developments, research, resources and trends as they happen in computer user support. Readers explore the various types of service desks and gain a solid understanding of the diverse roles and skills required. This edition also reviews the processes and technologies that ensure the service desk is operating efficiently and examines how today's leading organizations measure service desk success. The author references the very latest ITIL 2011 best practices, leading quality and IT service management frameworks and standards to ensure this edition presents the most recent information regarding the role of outsourcing and certification in the service desk. New case studies and case projects provide on-the-job practice, while updated chapters highlight the evolving role of the service desk to relationship managers and how technology trends, such as cloud computing, virtualization, mobile technology and consumerization, are impacting the service desk. New material also examines the current emphasis on self-help and the effects of self-healing capabilities within newer generation technologies. A GUIDE TO SERVICE DESK CONCEPTS, 4E provides the overview needed for success in computer user support today. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
| Author | : Anand Vemula |
| Publisher | : Anand Vemula |
| Total Pages | : 263 |
| Release | : |
| Genre | : Business & Economics |
| ISBN | : |
The "IT Service Desk Manager Certification Handbook" is an essential guide designed to equip aspiring and current IT service desk managers with the knowledge and skills needed to excel in their roles and achieve certification. This comprehensive handbook begins by laying the groundwork for understanding the core principles and best practices of IT service desk management. It covers essential topics such as incident management, problem management, change management, and service level management, providing readers with a solid foundation in IT service delivery processes. One of the key strengths of the handbook is its focus on certification preparation. It provides a detailed overview of the certification exam objectives and offers practical tips and strategies for exam success. Readers will find sample questions, case studies, and exercises designed to reinforce their understanding of key concepts and help them assess their readiness for the exam. Moreover, the handbook goes beyond exam preparation to offer insights into the day-to-day responsibilities and challenges faced by IT service desk managers. It covers topics such as team management, performance metrics, customer satisfaction, and continuous improvement, providing readers with actionable advice for optimizing their service desk operations and delivering exceptional customer service. Throughout the handbook, readers will benefit from real-world examples, best practices, and expert insights from seasoned IT service desk professionals. Case studies illustrate how organizations have successfully implemented IT service desk management principles to drive business value and achieve operational excellence. In addition to its focus on technical skills and knowledge, the handbook emphasizes the importance of soft skills such as communication, leadership, and problem-solving. Readers will learn how to effectively communicate with stakeholders, motivate their teams, and resolve conflicts to create a positive and productive work environment. In summary, the "IT Service Desk Manager Certification Handbook" is a comprehensive resource that covers all aspects of IT service desk management, from foundational principles to advanced certification preparation. Whether you are seeking certification or looking to enhance your skills as an IT service desk manager, this handbook provides the guidance and support you need to succeed in this critical role.
| Author | : Noel Bruton |
| Publisher | : Routledge |
| Total Pages | : 374 |
| Release | : 2012-07-26 |
| Genre | : Business & Economics |
| ISBN | : 1136016732 |
Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies. This book gives you techniques for: *Justifying staff and other expenditure * Gaining senior management support * Getting the users on your side * Running a motivated and productive team * Designing and managing services and service levels The second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on: * Customer Relationship Management - definition and the role of the helpdesk * E-Support and the Internet * Contrasting the Call Center and the Helpdesk * first, second and third line support * Operational Level Agreements * Strategies for backlog management * Telephone technologies in user support In addition there is: * A new Template for a Service Level Agreement * An Improved cost justification model for the Internal Helpdesk * A New cost justification model for the External Helpdesk
| Author | : Donna Knapp |
| Publisher | : Cengage Learning |
| Total Pages | : 400 |
| Release | : 2012-07-19 |
| Genre | : Computers |
| ISBN | : 9780538748537 |
The Third Edition of A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL explores the changing role of the service desk professional. Each chapter expands upon a particular skill required to provide effective customer support and provides proven techniques for implementing the concepts. Research, references, and resources have been updated in each chapter, and ITIL vocabulary and concepts are reflected throughout the text. New information is also incorporated, such as a discussion of general trends currently affecting the information technology industry and technology trends affecting the service desk. The text focuses on providing individuals with practical instruction on the unique skill set needed to execute the expanding mission of the service desk. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.
| Author | : Bob Wooten |
| Publisher | : McGraw-Hill/Osborne Media |
| Total Pages | : 608 |
| Release | : 2001 |
| Genre | : Business & Economics |
| ISBN | : |
Get full details on how to set up an efficient help desk using this comprehensive resource. Real-world examples and step-by-step instructions for doing everything from choosing a staff to implementing the latest technologies make this book truly a blueprint for help desk success.
| Author | : Randy A. Steinberg |
| Publisher | : Trafford Publishing |
| Total Pages | : 289 |
| Release | : 2013-12-27 |
| Genre | : Computers |
| ISBN | : 1490720952 |
What services does the IT organization really deliver? Rather than discuss the theory around what a service catalog or service portfolio is, this book gives you the actual IT service descriptions for running, operating, and managing an entire IT infrastructure. Its all herecomplete service descriptions, catalog and portfolio templates, service implementation plans, service governance processes, and much more all packed into this one handbook! Just about every IT support service is described in this book. Take the service descriptions you need, mix, match and customize them to quickly create the content needed for your own service catalogs and portfolios. Many books talk about how to build a service catalogthis book is a service catalog! We really struggled to identify and pull our IT services together until we saw this materialit saved us months! With this material, we can finally tell the business what IT actually delivers to them! A valuable reference resource for ITSM practitioners, service managers, CIOs, procurement managers, and anyone else sourcing the services needed to run an entire IT infrastructure operation! One can put together an entire IT service management operation just from the service descriptions in this book!
| Author | : Gerard Blokdijk |
| Publisher | : Emereo Pty Limited |
| Total Pages | : 124 |
| Release | : 2008 |
| Genre | : Business & Economics |
| ISBN | : 9781921523410 |
Covers every detail, including some missed in other books. This thorough book provides a clear roadmap to designing, implementing and operating a help desk. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement. The book starts with an initial strategy that is focused on planning help desk services that are completely aligned to requirements and are based on a mission statement. This business-oriented approach is refreshing and will keep IT grounded in the real reasons for a help desk. More importantly is the process for careful selection of services to provide. An overly ambitious set of service goals will kill a help desk implementation early in its life by offering too much before there is a stable help desk process in place. This book is realistic and lays the foundation for a success implementation. The section on the actual design of the help desk structure provides insights and information that can be applied to a large number of solutions. Since help desks will be organized in accordance with requirements and unique mission statements, this section of the book is like a catalog of patterns. It has excellent tips on how to best structure the help desk to meet requirements and mission. The information on accurately estimating staffing requirements is consistent with industry best practices and something that, believe it or not, is often overlooked when help desks are established. This book gets into the meat by thoroughly covering the processes that are essential to running a help desk. There are many topics that stand out as both unique [to books of this genre] and reflectbest practices by the best-run help desks. Examples are change control, disaster recovery and vendor management. These topics show that the author not only considers business alignment, but also cross-functional alignment within IT. Professional resources and underlying technology are provided in detail. This book contains an in-depth coverage of operational requirements for the help desk once it has been implemented. It hits all of the critical success factors, such as performance metrics, service level agreements, communications and internal evaluations. It even has a chapter on marketing, which is something that is important but not often done be most help desks. This proactive approach to keeping users (your customers) informed of new services, accomplishments and tips is excellent and will go a long way towards attaining high customer satisfaction scores - not to mention proving the value of the help desk to IT and business management. You will find this book to be one of the best for planning and implementing a world-class help desk.
